Case #893 — Marlow London
whitneyk-b@hotmail.co.uk · order 3332 · state imported · label none yet · rung 0
Facts
Thank You for Your Order, Whitney!
open
not set
2026-07-26 17:02:49
—
2026-08-14 19:30:08
Engine shadow decision
| id | 998 |
|---|---|
| thread_key | <GV1P251MB074848E636A0EC868FAED14CC6CD2@GV1P251MB0748.EURP251.PROD.OUTLOOK.COM> |
| store_id | marlow |
| message_id | 5838 |
| case_id | 893 |
| label | OFF_SCRIPT |
| label_confidence | retried |
| extracted_vars | {"order_number": "", "size_mentioned": "", "amount_mentioned": "", "product_mentioned": "", "chargeback_ultimatum": false} |
| decided_action | ESCALATE |
| decided_amount | |
| decided_currency | |
| rung_before | 0 |
| rung_after | 0 |
| interrupt_fired | |
| breaker_fired | 0 |
| would_have_text | |
| actual_action | escalate |
| actual_text | |
| agreed | 1 |
| latency_ms | 3962 |
| model_used | claude-runner:claude-sonnet-5 |
| error | model returned no valid label after 2 attempts (rejected: []) | call B: no draft field in model output |
| created_at | 2026-08-14 22:00:52 |
Latest draft
from decision #1747 · action=reply · 2026-07-26 17:18:51 · dry-run
Thanks Whitney, we're checking on that now and will be in touch as soon as we hear back.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer acknowledged the holding message with a brief thank you; appropriate case (5) THANK YOU response.
Compose / edit reply
Set your name at the top of the page before you can compose or edit a reply — every write here is attributed to that name in the audit log.
Escalate to a human
Set your name at the top of the page before you can escalate this case — every write here is attributed to that name in the audit log.
Raise a supplier request
Set your name at the top of the page before you can raise a supplier request — every write here is attributed to that name in the audit log.
Money action — admin only
Set your name at the top of the page before you can run a money action — every write here is attributed to that name in the audit log.
Actions on this thread
No pending/executed actions for this thread.
Case events
No case events logged yet.
Full thread
Hello,
Can i please cancel this order,
Thanks
Whitney
Sent from my iPhone
Begin forwarded message:
From: moiraeileenboutique <support@marlow-london.com>
Date: 26 July 2026 at 17:44:29 BST
To: Whitney Kemsley-Benson <whitneyk-b@hotmail.co.uk>
Subject: Thank You for Your Order, Whitney!
We have one more special surprise for you... ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
[logo black] <https://ctrk.klclick3.com/l/01KYFN0FYJWD0Y9E1YFC1NXGAF_0>
[logo black] <https://ctrk.klclick3.com/l/01KYFN0FYJWD0Y9E1YFC1NXGAF_1>
[hero image] <https://ctrk.klclick3.com/l/01KYFN0FYJWD0Y9E1YFC1NXGAF_2>
Thank You, Whitney!
Thank you for your order! We truly appreciate that you chose us.
To make the wait for your order a little more enjoyable, we'd like to offer you a 20% discount code for your next purchase.
We're working hard to deliver your package as quickly as possible. Thank you again for your trust.
20% DISCOUNT CODE:
ORDERAGAIN20WNKJLBSB
*This code expires within 48 hours.
Shop now <https://ctrk.klclick3.com/l/01KYFN0FYJWD0Y9E1YFC1NXGAF_3>
Selected for you
OUR BESTSELLERS
[Image of HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS] <https://ctrk.klclick3.com/l/01KYFN0FYJWD0Y9E1YFC1NXGAF_4>
HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS
€ 39,95 € 135,00
Shop now <https://ctrk.klclick3.com/l/01KYFN0FYJWD0Y9E1YFC1NXGAF_5>
[Image of LONGCHAMP LE PLIAGE TOTE - BLACK] <https://ctrk.klclick3.com/l/01KYFN0FYJWD0Y9E1YFC1NXGAF_6>
LONGCHAMP LE PLIAGE TOTE - BLACK
€ 54,95 € 100,00
Shop now <https://ctrk.klclick3.com/l/01KYFN0FYJWD0Y9E1YFC1NXGAF_7>
[Image of LONGCHAMP LE PLIAGE TOTE - NAVY] <https://ctrk.klclick3.com/l/01KYFN0FYJWD0Y9E1YFC1NXGAF_8>
LONGCHAMP LE PLIAGE TOTE - NAVY
€ 54,95 € 135,00
Shop now <https://ctrk.klclick3.com/l/01KYFN0FYJWD0Y9E1YFC1NXGAF_9>
[USP] <https://ctrk.klclick3.com/l/01KYFN0FYJWD0Y9E1YFC1NXGAF_10>
Homepage <https://ctrk.klclick3.com/l/01KYFN0FYJWD0Y9E1YFC1NXGAF_11>
Track your order <https://ctrk.klclick3.com/l/01KYFN0FYJWD0Y9E1YFC1NXGAF_12>
Contact <https://ctrk.klclick3.com/l/01KYFN0FYJWD0Y9E1YFC1NXGAF_13>
© 2026 MARLOW LONDON
Don't want to receive any more emails? Unsubscribe<https://ctrk.klclick3.com/l/01KYFN0FYJWD0Y9E1YFC1NXGAF_14>.
Hi Whitney,
Thanks for getting in touch. I can see your order #3332, and I'm going to check with our warehouse right now whether we can still stop it.
The good news is your order hasn't shipped yet, so there's a very good chance we can cancel it and get your full refund processed straight away. I'll come back to you the moment I hear.
Please do not worry about whether you are entitled to a refund. You are, and however this resolves, you will get exactly what you are asking for, whether that is by us catching it now or once it reaches you.
Warm regards,
Anna
Customer Care Team
Marlow London
Thank you for your quick response.
Look forward to the outcome.
Thanks
Whitney
Sent from my iPhone
> On 26 Jul 2026, at 18:03, support@marlow-london.com wrote:
>
> Hi Whitney,
>
> Thanks for getting in touch. I can see your order #3332, and I'm going to check with our warehouse right now whether we can still stop it.
>
> The good news is your order hasn't shipped yet, so there's a very good chance we can cancel it and get your full refund processed straight away. I'll come back to you the moment I hear.
>
> Please do not worry about whether you are entitled to a refund. You are, and however this resolves, you will get exactly what you are asking for, whether that is by us catching it now or once it reaches you.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
Thanks Whitney, we're checking on that now and will be in touch as soon as we hear back.
Warm regards,
Anna
Customer Care Team
Marlow London
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Whitney
Email:
whitneyk-b@hotmail.co.uk
Body:
Hello,
Can i please return order 3332.
Nothing wrong with item, my partner brought me also for b day
surprise
Hello,
I would like to return my order 3332
Thanks
Whitney
Sent from my iPhone
> On 29 Jul 2026, at 12:50, support@marlow-london.com wrote:
>
> Thanks Whitney, we're checking on that now and will be in touch as soon as we hear back.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London